Job Description

Responsibilities:

• Provision of a dedicated support function for the Critical Hygiene Framework supporting all Service Owners and CHF Stakeholders across all Divisions in both a reactive and proactive support capability.
• Operate first-line support for all CHF Incidents and Requests via the ServiceNab platform (or Teams) where all items are formally & efficiently captured, tracked, triaged, escalated (if required), and resolved in a timely manner.
• Coordination and maintenance of all CHF knowledge articles & supporting material with nominated measure owners ensuring a self-serve level 0 support function remains current.
• Support Deep dive Health checks to specific teams on measures that are currently challenged including divisional risk forums: including CHF evidence auditing.
• Support CHF measure support by providing 1 on 1 or team support as required.
• Management of new starter briefing sessions brings new starters up-to-speed on all things CHF.
• Support the onboarding of new measures including communicating with the Service Owner community.
• Provide critical thinking and a high degree of technical innovation and attention to detail while being recognized as a trusted advisor to the team and stakeholders.
• Process requirements gathering converting requirements into EPICs and assist with Feature decomposition in Rally.
• Strong focus on delivery and ability to see deliverables through to completion.
• Display leadership qualities and enthusiasm to resolve issues.
• Ability to prioritize work under pressure.
• Stakeholder engagement - recognized as a trusted advisor to the CHF Stakeholder community.
• Provision of reactive and proactive CHF support.
• Develop requirements including process models, workflows, reporting, and other required outputs.
• Shift timings: 9 am to 5 PM (AEST).
• Stakeholder engagement - recognized as a trusted advisor to the CHF Stakeholders (including but not limited to briefings, deep dive management, and risk forum support).
• Provision of reactive and proactive CHF support within associated KPIs.
• Management of level 0 Support - Knowledge Articles and supporting material.
• Proactivity in managing risk, meeting all policy and compliance requirements; performing controls; adhering to processes and procedures pertinent to the role; and escalating events, issues, or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).

Requirements:

• Broad understanding of IT processes and systems.
• Worked in a Technology Environment and has a technical background.
• Service Desk or IT Support experience (1st Level and/or 2nd Level).
• Experience in delivering presentations.
• Ability to communicate with stakeholders and teams (Internal and External).
• Ability to work closely with key stakeholders and build collaborative partnerships.
• Excellent documentation, communication & presentation skills.
• Ensures Accountability.
• Collaborates.
• Customer & Delivery Focus.
• Decision Quality.
• Plans and Aligns.
• Situational Adaptability.
• Analysis and delivery experience.
• Familiar with Microsoft (Word, Excel, PowerPoint, PowerBI).
• Develops and maintains a broad perspective; understands and considers issues in the context of customer, and business strategies.
• Problem-solving and analysis capabilities.
• Focus on quality and detail.
• Strong commitment to quality and audibility.
• Tertiary qualified with a Degree in Technology (Desired).
• ITIL understanding - Foundation (Desired).
• Microsoft Excel - Intermediate (Desired).